Client Services Representative
Company: Sonora Quest
Location: Sun City
Posted on: June 2, 2021
Primary City/State: Phoenix, Arizona Department Name: Client
Services-Ref Lab Work Shift: Day Job Category: Administrative
Services Did you know that laboratory results impact 75% of the
medical diagnostic process? Our Client Services Representatives
work in a CALL CENTER environment and are truly at the center of
all laboratory and diagnostics information. Our Representatives are
critical to the success of our business and the well-being of our
patients. If you like being a "know it all" and are the boss at
facilitating the exchange of information, we have a place for you
in our Client Services team! So, what does a Client Services
Representative do? - Spends 90% of the time receiving incoming call
and making outbound calls.
- Professionally interacts with Physicians and their staff,
patients, and internal customers over the phone. Knows all the ins
and outs of the company and projects confidence when talking with
- Uses all resources available to resolve a situation. Delighting
the customer is the goal! - Works in a production environment and
strives to exceed all metrics in the department. This is not a
remote position. The position will work at our corporate
headquarters in Phoenix (Washington St and 56th St.; 202 Red
Mountain Freeway and 143 Expressway). Position starts at $15.50 AND
UP depending on experience. We also offer weekly incentives for
employees achieving production metrics! Who you are: - Detail
oriented and comfortable working in a very fast paced environment.
You love working on the phone.
- Comfortable sitting and typing during your entire shift.
- Able to navigate multiple screens on the computer at once.
Multitasking is your middle name.
- Comfortable with set structure and following procedures.
- A team player who is aware that your work is critical in helping
medical providers and hospitals provide excellent patient care.
- Loves to learn something new every hour, every day. Who you are
not: - Someone who is stressed out by calling people on the phone
or receiving constant calls. Production call center environment is
not your thing.
- Overwhelmed by an EXTREMELY fast-paced environment.
- Uncomfortable typing information on keyboard for long periods of
time. Data entry work is not your thing.
- Unfamiliar navigating through different screens on the
- Uncomfortable with set schedules and showing up to work on time.
POSITION SUMMARY This position requires an organized,
self-motivated, process driven professional who is an effective
communicator with expertise in delivering exceptional client
customer service. Using keen insight into people and refined soft
skills, this position is able to proficiently handle a high volume
of client incoming and outgoing phone calls regarding sensitive
HIPAA information. CORE FUNCTIONS 1. Effectively communicates both
verbally and in writing with internal and external clients
regarding laboratory test availability, test results and patient
specimen requirements by accessing the company computer,
telephoning referral labs and using printed reference material. 2.
Uses company resources to resolve service related issues such as
Test-In-Questions (TIQ), trouble alerts, supply orders, missing
specimen and special requests - i.e. loans and consults, chain of
custody. When necessary escalates issues to a higher authority. 3.
Documents all actions taken as required by CAP, CLIA & HIPAA, and
Company policies. Will be required to maintain daily metrics and
collated monthly metrics, statistics and quality data while
focusing on quality while demonstrating that the patient comes
first in everything we do. 4. Participates in self- directed work
teams to present thoughts and ideas that support the achievement of
department metrics and the Company Roadmap. Completes special
projects as assigned. 5. Can be required to arrange pick up,
delivery and / or shipment of specimens. 6. Participates in
peer-to-peer knowledge transfer and training. MINIMUM
QUALIFICATIONS - High School Diploma required and a minimum of one
year experience in customer service.
- Must be able to function independently and requires the ability
to multitask and manage multiple situations and tasks at once,
synthesize complex data and maintain confidential materials.
- Must possess excellent organizational, interpersonal and
- Experience with MS Office. PREFERRED QUALIFICATIONS Customer
service in a laboratory/diagnostic/health care industry preferred.
Additional related education and/or experience preferred.
Keywords: Sonora Quest, Sun City , Client Services Representative, Other , Sun City, Arizona
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